1. Is it possible to create a ticket from a mail that was forwarded from a regular e-mail client ? ie : a customer sends mail about a problem to an address which is not poped by otrs, but with a regular email client, say outlook. I would like to create a new ticket in OTRS by forwarding this mail to the otrs system. The trouble is, the newly created ticket has the agent's address as customerID, and I could not find anything relevant in the header which i could filter with procmail to set the original sender (the customer) adress as the owner of the ticket.

The best would be a form which creates an item in bugzilla filled with all the needed ticket infos or maybe just a link to such a page.